23rd February 2012
Aspect joins with Dell Services to deliver Unified Communications solutions for next-generation customer contact centres
A new go-to-market relationship to deliver Microsoft-based Unified Communications solutions for the contact centre and across the enterprise has been announced today. Aspect, a leading provider of customer contact and Microsoft platform solutions, together with Dell Services, will provide customers the technology, services and contact centre expertise to deliver dynamic and effective customer interaction solutions from a single source.
Many large organisations view contact centres as a primary customer engagement point and increasingly as a revenue generation engine. However outdated telephony infrastructures or poorly connected contact centres can result in missed or dropped calls and negatively impact customer service. This can result in missed sales opportunities and potential damage to a company’s brand.
The Aspect-Dell relationship provides customers the technology, services and contact centre expertise to deliver dynamic and effective customer interaction solutions from a single source. The relationship also gives customers the flexibility and scalability to tailor their private branch exchange (PBX) and contact center solution to best fit their needs.
Golfbreaks.com, Europe’s leading golf tour operator, is implementing a Microsoft-based unified communications solution including a full multimedia contact centre infrastructure to replace its aging PBX platform. When Golfbreaks.com’s telephony platform could no longer keep up with the service demands of its customers, the company sought out a contact centre solution built upon an open, capable and affordable software platform delivered by Dell and Aspect.
“With more customers than ever booking with us, we required a way to meet the challenge without increasing headcount, and to do more with less,” comments Steve Hemsworth, Managing Director at Golfbreaks.com. “Our customer service is why people keep coming back to us, but as demand increased, the lack of channel integration was putting a strain on our agents and systems, increasing administration time. Customer preferences for the way they contact us are changing, as are the times at which they choose to contact us. We have already extended our opening hours by more than 30%, hopefully the new support for SMS and email – as well as integration with our CRM system – will make booking with us easier and quicker than ever.”
“With more than eight million available seats across the globe, unified communications in the contact centre is a growing and untapped market opportunity,” said Mike Sheridan, executive vice president of worldwide sales, Aspect. “Aspect’s relationship with Dell will provide our customers with a truly comprehensive Microsoft Lync-based Unified Communications and Collaboration (UC&C) solution.”
“Our relationship with Aspect will allow customers worldwide to acquire end-to-end next-generation unified communications solutions incorporating hardware, software, services and support from a single vendor,” said Kevin Jones, vice president and managing director, Infrastructure and Cloud Computing for Dell Services. “We believe customers that share our joint vision of a software-powered communications ecosystem will find great value in this.”
Aspect solutions are available immediately as part of Dell’s Unified Communications portfolio world-wide. For more information, visit www.aspect.com and www.dell.com/unified.
About Aspect
Aspect builds customer company relationships through a combination of customer contact software and Microsoft platform solutions. For more information, visit www.aspect.com.
Follow Aspect on Twitter at @AspectUC. Read our blogs at http://blogs.aspect.com.
